Add vendor information to an incident

Vendor ticketing adds date and time fields to the Metrics view of the Incident form.

About this task

Table 1. Incident form
Field Description
Vendor open Automatically populated with the date and time the incident record is first saved with a value in the Vendor field.
Vendor closed Automatically populated with the date and time the incident record is closed with a value in the Vendor field.
Vendor resolved Automatically populated with the date and time the incident record is resolved with a value in the Vendor field.

An option called Awaiting vendor in the State field allows a technician to pause contract SLAs and start the service offering SLA while waiting for input from a vendor. This state enables additional fields for vendor information.

Figure 1. Incident vendor ticketing metrics view
Incident vendor ticketing metrics view

Procedure

  1. Open an incident record in the Default view.
  2. If the incident cannot be resolved until the vendor takes some action, select Awaiting Vendor in the State field.

    This state pauses any SLAs affected by this incident that have Awaiting Vendor defined as a pause condition, ensuring that vendor delays do not impact SLA performance. When you select a state of Awaiting Vendor, the following fields appear:

    Table 2. Vendor fields
    Field Description
    Vendor [Required] Select the vendor associated with the incident. The system automatically populates this field when the incident is associated with a configuration item manufactured by a company that is also a vendor.
    Vendor ticket [Required] Enter a case or incident number provided by the vendor. This is the vendor's identification number for the issue and is not used for ServiceNow processing.
    Vendor point of contact Enter contact information for the vendor. This might include the name of a customer service representative, a phone number, email address, or other helpful information.
    Note: These fields are also available in the Mobile view of the Incident form.
  3. Add a comment or work note to provide additional information.
  4. Save the record.
  5. After the vendor resolves the issue, select a state of Active to restart the SLA.
    Figure 2. Incident vendor ticket
    Incident vendor ticket